38 comments

It would also be great to be able to delete attachments. I did not realize that attachments have publicly addressable URLs in both HTTP and HTTPS mode. I would like to be able to go back and delete files that contain sensitive data s they can not be downloaded anonymously.

Thanks for reaching out, but I'm afraid that's not quite possible. However, we do plan on implementing the feature listed here which I believe will help, so please feel free to chime in on the discussion here:

Would be nice if you could at least delete private comments. If they're internal only, it shouldn't be an issue. For public comments, how about having it sit in limbo for a minute or two so if you realize right away that you commented on the wrong ticket, you can cancel it before it sends

While you cannot edit or delete a public comment on a ticket, as an admin you can select 'all events and notifications' within any ticket < 'Make this comment private'. This will make the comment invisible to your end-user on future mail notifications or when the user logs into your Zendesk portal. If you have additional questions, please don't hesitate to let us know.

The thing is, if "Notify requester of comment update" is active, an e-mail has already been sent anyway, correct? Therefore, regardless of making the comment private or not, the end-user will always be aware of it by e-mail. Hence, it's not an alternative. Or am I missing something?

@Pedro. Comments are part of a ticket and cannot be deleted. As a workaround, you can merge the ticket into a new ticket, copy+paste the desired comments into the merge dialog box as a public comment, and delete the old ticket. The requester will be made aware that they have a new ticket number.

Alternative to training agents on the use of private v. public comments. You could create a series of triggers that only certain agents can send public comments, or enable "comments private by default" under Settings > Agents.

If proprietary information that should only be viewed by personnel with security clearance is accidentally leaked in a private comment, it should be removable. I don't like the idea that comments are "irrevocable". An admin should be able to delete them... or at least hide them from everyone but himself...

Personally I think deleting anything is a bad idea. The ability mark something private, to me, is just enough. When we delete things, be it tickets, comments, etc. It can open a pandoras box of problems. In Root Cause Analysis training you learn that you always need 100% of the data for anything. Once you remove something, any results may be deemed invalid. Also, it opens the way for people to make comments and then delete them later allowing acusations to fly back and forth.

As Erik said, I think admins should have the ability to "hide" a comment from anyone not on a certain list, but never delete anything.

Am I the only one that thinks the ability to delete a comment is a bad idea, regardless of the comment. Why not just a hide option. That way, there is no insecurity in your data, and no "Well, it must have been deleted" conversations.

well for internal notes i dont see why anyone would care if they could be removed or edited.

but yes for public replies it would still be handy to remove comments for example. You merge tickets or get some bounce back emails from other support systems and they just make the ticket look messy so its nice to tidy it up

Personally, I think private and public notes should be treated the same. The reason being, if you need to update something, you can add a new note, but keeping (but hiding) private comments, can help you gather information and retain information that otherwise may be forgotten. It could also help if you need to look back at what someone said.

I think hiding them would be the best option. I could use that. I understand that most people want to ignore most private notes, so hiding them could serve both purposes. You can keep the notes, but not look at them.

I agree Robert, deletion is a major risk as far as an audit trail goes. Deletion permissions should be limited to admin (or even more restricted). Editing comments in their public form would be fine, if this could then be recorded in the private trail.

A hide option is fine. Delete is overkill. I think everyone in this thread would agree. The important thing is that for a year now, proprietary information, clinical results and misleading answers have been able to persist in our ZenDesk without any ability for an admin to hide/delete/prevent it from showing up in agent searches, etc. It seems odd that there's been no action on a fairly simple feature.... "set flag on comment", "change display using flag".

Comments get inadvertantly made public (especially when people respond to emails and reply all - forgetting to take out the zendesk ticket). Any sight of the toggle between private/public? This would be enough for me.

If you are using our Classic interface you have the option of making any of your public comments private after you post them. In order to do this you must be viewing the 'all events and notifications' feature which is located under the submit button. Comments can only go from public to private and the action cannot be undone. If you are using the new interface, we are planning on introducing this feature soon.

will the public to private comment feature eventually be available in the Lotus interface? I do like the feature, but flipping back and forth gets goofy. I also like being able to click on the emailed link and see what was emailed to the customer, but that's only in Classic as well.